Onboarding is planned as a two-week process: we learn how your business runs, write your Playbook, test it, and go live. Most of the work is ours — one step needs your people.
The steps
| Step | What happens |
|---|---|
| 1 · Kickoff | About an hour, recorded: your business, your customers, your voice, your hours and your emergencies. |
| 2 · Discovery | We go through each kind of contact you get and agree what happens with it (below). |
| 3 · Knowledge transfer | Your people show ours how the work is really done. This is the step that needs you. |
| 4 · Playbook | We write it; you review and approve it in writing. |
| 5 · Soft launch | Real contacts, reviewed daily, with the Playbook tuned as we go. |
| 6 · Go-live | Full coverage, measured against your agreement. |
The discovery call
For each kind of contact — enquiries, service requests, complaints, emergencies, billing questions, cancellations, and the moments specific to your business — we agree one of three things:
- Handle — we resolve it ourselves, within limits you set.
- Capture and hand over — we collect everything and give your team a ready ticket.
- Escalate — a person on your side, straight away.
What to bring
The person who actually answers these calls today — not a process document. A price list or current phone script helps if you have one. Please don’t build a deck; we ask the questions.
Your first month live
Expect a few Playbook tweaks in the early days, check-ins with your Ops Lead, and your first Insights report at the end of the month — often the first time you’ll see your real numbers in one place.
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